Logical storage refers to how CMS organizes data for processing. It affects how CMS users access and work with ACD data. CMS stores all ACD data received from the communication server in the real-time and historical databases.

Real-time databases

Real-time databases include tables for the current intrahour interval data and the previous intrahour interval data. The storage interval can be 15, 30, or 60 minutes.

Historical databases

Historical databases include tables for the intrahour, daily, weekly, and monthly data. The following table shows all historical database tables and the maximum time that the data can be stored in a particular table:

Data summarizing

When CMS collects data from the ACD, the real-time database stores the data for the current interval. At the end of the current interval, the following events occur:

• The data that was in the current interval database table is archived to the previous interval database table.

• The data that was in the previous interval database table is archived in the historical database as intrahour historical data.

The data remains in the historical database as intrahour historical data for a maximum of 370 days. At your designated data summarizing time, the intrahour historical data is summarized into daily historical data.

The daily historical data is summarized on a weekly and monthly basis. At the end of your designated week, the daily historical data is summarized into weekly historical data. On the first day of a new month, the daily historical data is summarized into monthly historical data for the previous month.

Data storage

The following figure shows how CMS stores data.